Role Title:Service Control AnalystBusiness Area:Dedicated ServicesAbout This Role:The Service Control team is a centralised IT Resource Control and Service Management function within the Managed Services division of eir evo. The Service Control analyst role supports the eir evo Network Operations Centre (NOC), providing operational and customer focused IT services together with resource control management and scheduling of NOC resources.Reporting to the Service Delivery Manager, the Service Control Analyst has responsibility for ensuring quality IT services are delivered to the eir evo Managed Services Customer portfolio and may support one or more of these key Service Management processes, Incident Management, Problem Management and Change Management as well as Continuous Improvement initiatives.Expectations From The Role:Duties and Responsibilities:Resource Scheduling:Scheduling internal and field-based engineers in Dublin, Cork & WaterfordScheduling of chargeable work/contract renewals via the Sales/Account Management ChannelCreation of recurring tickets and scheduling Managed Services visitsScheduling onsite holiday/sick cover for Dedicated Services ResourcesAnnual leave and sick leave management for all Dedicated Services staffCo-ordinating work with 3rd party contractorsService Management:Daily, Weekly, Monthly review of ticket Qs (HW Break/fix, Onsite Resourcing and Service Control)Manage Ticket backlog/aged tickets (HW Break/fix, Onsite Resourcing and Service Control)First response breach dailyManage Customer escalations (via email & phone)Monitor Service Level Agreements – Response and Resolution SLAAbility to review and understand SLAs in conjunction with Customer Contracts as they relate to each Service – what is and is not covered under contractActing as the interface between the Customer, IT groups, the eir evo user community and 3rd party IT service providersEscalating issues to management and others as neededCritical Incident Management to include notification of P1 incidents to key stakeholdersAssist SDM with weekly, monthly ReportingChange Management:Supporting the Change Board meeting process, chairing the meetings, discussing requests for change projects and approval of requests for changeCommunicating decisions to the relevant stakeholdersCoordinating implementation of changesReviewing and formally closing change on successful completionAssessing and evaluating requests for change for appropriate level of authority.Ensuring that all relevant stakeholders have agreed to and are aware of changesIdentifying and planning remediation activities in the event that the change is unsuccessfulProblem Management:Review of Problem Tickets Weekly, Monthly, trending analysis to SDM/Technical TL/SOAdministration:Distribution of parts to customers via courier & Stock/asset orderingManage Datacentre access requests for Engineers (Permanent and Temporary)Manage Online Training allocation - CBT Nuggets & PluralsightService Desk reporting to Customers & Management teams.Manage Access and Authorisation details for Managed Services staff, creation of 3rd party and customer accountsMaintain, build and contribute to documentationRequirements For A Successful Application:ITIL certification would be an advantageExperience in an Incident, Problem or Change Management role would be a distinct advantageExperience dealing with Third Party suppliers would be an advantageExcellent written and oral communications skills requiredAbility to develop relationships to accomplish team goals coupled with dealing effectively with differences of opinion and conflict managementProven ability to create and develop good working relationshipsExperience with identifying improvement opportunities, generating ideas and implementing solutionsHave excellent analytical skills and be able to identify and analyse problems and potential improvements, and propose and implement solutionsAbility to set up ongoing procedures to collect and review information as neededProactively identifying new areas of learning and using newly gained knowledge and skill on the jobGood communication and interpersonal skillsKnowledge of industry-standard methodologies, tools and environmentsAn understanding of general business practices and processesAbility to deal comfortably with non-technical users'Can Do' attitude, solution-oriented team player, keen to learn and take on new knowledge and skills.Experience dealing with external vendors and stakeholders.Others:About EirOur purpose is toconnect for a better Ireland.Our ambition isto be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.